Salesforce Service Cloud vs Samanage comparison

Salesforce and SolarWinds are both solutions in the Help Desk Software category. Salesforce is ranked #6 with an average rating of 8.3, while SolarWinds is ranked #16 with an average rating of 8.0. Salesforce holds a 2.0% mindshare in HDS, compared to SolarWinds’s 1.6% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

Salesforce Service Cloud

Read 56 Salesforce Service Cloud reviews

2,569 Views
1,130 Comparison Views

96% willing to recommend

Samanage

Read 3 Samanage reviews

1,098 Views
703 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Samanage

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Samanage compete in the customer service management category. Salesforce generally has the upper hand due to its advanced capabilities and scalability.

Features: Salesforce Service Cloud offers comprehensive automation tools, CRM integration, and AI-powered analytics, allowing customizable workflows and omnichannel communication. Samanage provides accessible self-service portals, efficient incident management, and simplified user access control, appealing for immediate productivity enhancement.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment is highly customizable but requires more time and technical expertise. Despite this, it provides excellent customer support and onboarding resources. Samanage has quicker deployment with straightforward setup, suitable for rapid implementation without intense technical involvement, though its customer service is less extensive.

Pricing and ROI: Salesforce Service Cloud has higher setup costs due to its comprehensive features, but offers compelling long-term ROI for organizations using its full capabilities. Samanage presents competitive pricing with valuable features, leading to favorable ROI, especially for smaller to medium businesses concentrating on essential service management functions.

To learn more, read our detailed Salesforce Service Cloud vs. Samanage Report (Updated: December 2025).

Buyer's Guide

Salesforce Service Cloud vs. Samanage

December 2025

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Helped 881,082 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Salesforce Service Cloud

Ranking in Help Desk Software

6th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Samanage

Ranking in Help Desk Software

16th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (12th), IT Service Management (ITSM) (15th), License Management (9th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.0%, up from 2.0% compared to the previous year. The mindshare of Samanage is 1.6%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.0%
Samanage	1.6%
Other	96.4%

Help Desk Software

Featured Reviews

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"In terms of visibility to my boss and the team, it does help a lot."

"We are very happy with the support team from Salesforce."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

More Salesforce Service Cloud pros

"The solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

Cons

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"The main concern for me revolves around the speed of certain integrations."

"The integrations with other solutions can be improved."

"I would like to add some bot features."

"The product's high price is an area of concern where improvements are required."

"Reporting could be improved."

"The pricing for what Salesforce Service Cloud offers is not great."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

More Salesforce Service Cloud cons

"The system shuts down about once a month which is frustrating."

"The setting up process is not quite easy. It's quite difficult."

Pricing and Cost Advice

"The price is too expensive."

"The tool is pretty expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"Salesforce is very cost-effective."

"Salesforce Service Cloud is a bit expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

More Salesforce Service Cloud pricing and cost advice

"It is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

Manufacturing Company

14%

Comms Service Provider

11%

Construction Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	24

No data available

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

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What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

See all answers

What needs improvement with Samanage?

See all answers

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

See all answers

Comparisons

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Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 11% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs Samanage

Compared 24% of the time

Freshservice vs Samanage

Compared 23% of the time

Provance IT Asset Management Pack vs Samanage

Compared 6% of the time

Ameyo Fusion CX vs Samanage

Compared 6% of the time

LiveAgent vs Samanage

Compared 6% of the time

More Samanage Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

December 2025

Download Samanage product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Buyer's Guide

Salesforce Service Cloud vs. Samanage

December 2025

Free Report: Salesforce Service Cloud vs. Samanage

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